System and method for platform-integrated custom applications

ABSTRACT

A system and method for customizing communication processing within a communication platform that includes configuring a service handler, which comprises of at least setting execution code of the service handler; setting an association between the service handler and a communication event of the communication platform; detecting the occurrence of the communication event of a communication facilitated through the communication platform; invoking the service handler in response to the event, which comprises: executing the execution code in a serverless execution environment and generating a service handler response; and augmenting the communication in accordance with the service handler response.

CROSS-REFERENCE TO RELATED APPLICATIONS

This application is a continuation of U.S. patent application Ser. No.15/988,822, filed on 24 May 2018, which claims the benefit of U.S.Provisional Application No. 62/510,407, filed on 24 May 2017, both ofwhich are incorporated in their entireties by this reference.

TECHNICAL FIELD

This invention relates generally to the computing platform field, andmore specifically to a new and useful system and method forplatform-integrated custom applications in the computing platform field.

BACKGROUND

There are a number of scenarios when a developer will deploy a small webapplication to facilitate some functionality. In some cases, an externalcomputing platform may be used to facilitate particular functionality,such as in managing telecommunications. A web application managed by thedeveloper may be required to provide certain types of functionalityenabled through the computing platform. Deploying a web application,however, means the developer becomes responsible for operation,reliability, security, and scalability of the infrastructure to supportthe web application. Burdens such as this can negatively impact thedeveloper's productivity. Thus, there is a need in the communicationfield to create a new and useful system and method for platformintegrated applications. This invention provides such a new and usefulsystem and method.

BRIEF DESCRIPTION OF THE FIGURES

FIGS. 1A and 1B are schematic representations of a system of a preferredembodiment;

FIG. 2 is a schematic representation of a system applied to acommunication platform;

FIG. 3 is a schematic representation of an exemplary visual workfloweditor variation of an application builder user interface;

FIGS. 4-7 are exemplary screenshots of configuration interfaces of thesystem;

FIG. 8 is a flowchart representation of a method of a preferredembodiment;

FIG. 9 is a flowchart representation of a method applied to acommunication platform;

FIGS. 10-12 are exemplary service handlers for handling various usecases.

DESCRIPTION OF THE PREFERRED EMBODIMENTS

The following description of preferred embodiments of the invention isnot intended to limit the invention to these preferred embodiments, butrather to enable any person skilled in the art to make and use thisinvention.

1. Overview

A system and method for platform integrated applications of a preferredembodiment can function to enable development of applications used indefining processing logic used in cooperation with functionality of acomputing platform. The applications developed and executed through thesystem and method can be described as web application services that mayhave one or more service handlers, which are functions that can respondto particular requests. The system and method are preferably employed incombination with a computing platform. Relevant computing platforms willpreferably include developer facing functionality and more preferablywill have at least one programmatic interface that uses event handlingto execute account specified logic. Through the system and method,developers can develop, deploy, and integrate applications directlywithin the computing platform as a serverless solution.

The system and method are preferably applied to communication platforms.A communication platform is preferably an internet accessible servicethat facilitates communication. The communication platform could be atelephony platform that facilitates PSTN or VoIP phone calls; a videosession platform; a messaging platform that facilitates SMS, MMS,proprietary messaging, and the like; a screensharing platform; and/orany suitable communication related platform. The communication platformmay additionally facilitate multiple types of communication. The systemand method for platform-integrated custom applications may haveparticular applicability to communication or media-heavy applicationswhere latency minimization is a priority.

In particular the communication platform is preferably at leastpartially programmatic wherein developers or other entities cancustomize some portion of functionality. In one preferred variation, aprogrammatic communication platform enables particular actions orfunctionality to be customized through the use of callback URIs. Thesystem and method may integrate with such functionality to enhanceability to create and develop such functionality.

The communication platform is preferably multitenant, which involvesshared use of the platform from multiple and distinct entities. Theseentities can be managed within the platform as accounts, sub-accounts,endpoints (e.g., phone numbers, short codes, SIP addresses, or othercommunication addresses), and/or other entity constructs. The system andmethod preferably allows for individualized communications andindividualized custom applications on a per entity basis. For example, afirst account can create one custom application that is different from acustom application of a second account.

In one variation, the communication platform is preferably aprogrammatic communication platform wherein the communication platformis used in defining communication logic during a synchronouscommunication session (e.g., audio or video call) or in an asynchronouscommunication, such as in the communication platform described in U.S.Pat. No. 8,306,021, issued 6 Nov. 2012, which is hereby incorporated inits entirety by this reference. The system and method may alternativelybe used in combination with a communication service such as a platformthat offers a customer facing communication application or any suitablecommunication based platform. As one example, the communication platformmay be a call center focused platform that provides a call centercustomization framework. The system and method may be used incombination with the call center communication platform to enable easiercustomization of call center functionality.

While, the system and method are described herein as implementingvarious communication related features, the system and method mayalternatively be used in other suitable types of platforms such as acommerce platform, a payment platform, data analytics/hosting platform,an IoT platform or any suitable platform with programmatic interfaces.In many cases the computing platform is positioned as a platform as aservice (PaaS) platform, a software as a service (SaaS) platform,infrastructure as a service (IaaS) platform, or other suitable types ofplatforms.

As one potential benefit, the system and method can enable fasterdevelopment of applications that can be integrated with the computingplatform. As a first element of faster development time, developers canbe alleviated from going through a lengthy process of setting up a fullHTTP web stack deployment on their own managed infrastructure.Furthermore, the many aspects of creating a custom web application canbe provided by default when creating a custom service handlerapplication from within the application. For example, security andaccess control can be configuration options that don't depend on anydevelopment. Such accommodations will generally lead to a faster path tofirst deployment.

In the example of a communications platform, one potential use case isdefining call logic for handling inbound calls or messaging logic forinbound messages of a phone number managed within the communicationsplatform. Custom logic could be created as simply as selecting a phonenumber or other suitable type of endpoint; selecting an option to createservice handler from a template (e.g., a phone tree template, a callrouting template, voice mail template, etc.); edit or customize thetemplate; and save the updated service handler. In this implementation.A highly customizable call or message logic can be created withouthaving the developer stand up a full application.

As another element of faster development time, the system and method caninclude convenience features that simplify integration and building ofapplications specific to the computing platform. For example,development libraries or other programmatic conveniences of thecommunication platform can be included by default in a service handlerconfiguration interface.

As a related potential benefit, the system and method can makeprogrammatic customization of the computing platform accessible to awider audience. Not all developers are experienced in setting up,maintaining, and securing web applications. Providing platformintegrated applications can remove some of the barriers-to-entry formany users and enable those with basic programming experience to developrich customized integrations with the computing platform. In some cases,application templates could additionally be offered which would furtherextend the audience such that users with little programming experiencecould customize various aspects of a template service handler.

As another potential benefit, the system and method can enable moresecure application integration with the computing platform. The systemand method can provide standard security best practices automatically.As one example, the computing platform could automatically restrictaccess of the web application service to the computing platform.Furthermore, the system and method can enable more control over theimplementation of programmatic customization of a computing platform.For example, some customers of a computing platform may want or need toavoid exposing data to the public internet. A service handler of thesystem and method could be used to perform customized logic within theinfrastructure of the computing platform and then directly interfacewith the computing infrastructure of the customer.

As a related potential benefit, the custom application implementedwithin the platform can be implemented in a manner that may result inhigher reliability. In one related variation, use of the customapplication can be coordinated with internal platform operations. Forexample, a custom application to process an incoming communication canbe primed and even processed on-demand in preparation of a possibleevent that would trigger a potential invocation of the customapplication.

As a related potential benefit, the system and method could providelower latency performance by hosting the web application service in alocal or more readily accessible location/computing infrastructure. Thiscould be particularly important for computing platforms that facilitatesynchronous communications such as phone calls, video chat sessions,and/or other forms of media streaming. More specifically, such potentialperformance enhancements may be applied to customized media processingand handling. Many media processing intensive tasks may not be feasibleusing traditional platforms where processing is delegated and executedby a third party outside of the main platform.

As another potential benefit, logging, error handling, and/or anomalydetection of the platform could be more deeply integrated into the logicof the developer's application. In some existing architectures,developer application logic and infrastructure is a black box. In thesystem and method, underlying service handler logic could be used indetecting different problems.

As another potential benefit, the system and method could additionallybe used in creating a library of custom functionality that can be easilyintegrated into other programmatic logic. In some preferred variations,the communication platform could provide a visual work flow userinterface to create a customized workflow. Various service handlers maybe used as functions or operators within a custom work flow. In anothervariation, the communication platform could provide other customapplication/service frameworks. The frameworks could be a visual userinterface, but could alternatively be a programmatic interface such as acomponent-based user interface framework. Such a custom applicationframework could be used in customizing a call center application. Withinthe call center application, one or more customer service handlers couldbe configured to perform some function, which may make the frameworkhighly customizable.

2. System

As shown in FIGS. 1A and 1B, a system for platform integratedapplications of a preferred embodiment can include a computing platform110, a service configuration system 120, and a runtime environment 130.The system functions to facilitate the creation of custom functionalitywithin the computing platform 110. While the system can be applied to avariety of types of computing platforms 110, one preferred variationapplies the system to a communication platform 111.

In one particular variation as shown in FIG. 2, the system can include acommunication platform 111, a service configuration system 120, and aruntime environment 130. The communication platform 111 is preferablyconfigured with machine-readable instructions to facilitate acommunication (synchronous or asynchronous) and to augment thecommunication based on execution and response of a service handler. Theservice configuration system 120 is preferably configured withmachine-readable instructions to create a service handler. The runtimeenvironment 130 is preferably configured with machine-readableinstructions to execute the service handler and generate a servicehandler response.

The computing platform 110 functions to provide some computationalservice or functionality. The computing platform 110 is preferably amultitenant platform, wherein the computing platform 110 includes a setof accounts that can independently use the computing platform asdescribed above. The computing platform 110 can enable multiple distinctaccounts, sub-accounts, or other entities to utilize the platformindependently. Generally, the account holders may be developers that candevelop various applications, services, integrations, or other forms offunctionality that leverages capabilities of the computing platform 110.

In many cases the computing platform 110 is positioned as a platform asa service (PaaS) platform, a software as a service (SaaS) platform,infrastructure as a service (IaaS) platform, or other suitable types ofplatforms. The computing platform 110 could be a commerce platform, apayment platform, data analytics/hosting platform, an IoT platform orany suitable type of computing platform with programmatic interfaces orchannels to which a customized service handler may be applied. Herein,examples of the computing platform 110 will primarily be focused on acommunication platform 111 but any suitable computing platform withcustomized features could alternatively be used. A communicationplatform 111 in particular can facilitate a set of communicationcapabilities such as PSTN calls, IP/SIP based voice or video calls, SMSor MMS messaging, IP messaging, third party communication channelintegrations, notifications, internet data communications, and/or othercommunication operations.

The computing platform 110 will preferably expose various programmaticinterfaces such as an event handling system 112, an API service 113,and/or in some cases a response processing system 114. Graphical userinterfaces could additionally be offered through web applications,native applications, command line interfaces, and/or other suitableforms of interfaces. In one preferred variation, the computing platformmay additionally provide an application builder user interface 116and/or an application customization framework 117 through which servicehandlers may be used to expand functionality.

An event handling system 112 of the computing platform 110 functions tooffer webhook or callback functionality in augmenting, altering, orotherwise interacting with another resource. In the event handlingsystem 112, event callbacks can be activated in response to differentstate changes or events. A computing platform 110 that uses or exposesan event handling system 112 could enable custom service handlers toeasily be integrated as a callback options. In this way, to customizefunctionality in the computing platform 110, a subset of the eventcallbacks could be service handlers, which could be set by an accountholder. Another subset could be external event callback URIs that maynot leverage a service handler. When an event callback condition issatisfied, a configured event is executed. The event could be aninternal operation, a callback event, or any suitable event. In thecases where the event has an event callback set to a service handler,the event handling system 112 would be configured to detect theoccurrence of an event associated with a service handler and initiateinvocation of the service handler at a runtime environment (and therebytrigger execution of the service handler if permitted).

In the case of a communication platform, the event handling system 112could be used to trigger event callbacks in response to variouscommunication events like call began, call ended, conference call began,input received (e.g., DTMF input, voice command, etc.), recordingbegan/ended, conference began/ended, conference member joined/left,message received, message sent, and/or any suitable type of event, errorencountered, and/or any suitable type of event. The specified servicehandler or callback URI may use that event notification to perform someinternal logic, but may additionally generate a response that is used bythe communication platform 110. For example, a response from a servicehandler can include dynamically generated communication processinginstructions (e.g., application logic to use to control a phone call orgenerate a response to a message).

An event handling system 112 preferably operates in a request-responsemodel where some request is made with contextual data and then aresponse is generated and returned. In the communication platform 111,the contextual data may include metadata related to the event and/orcommunication. For example, metadata for an inbound call or messagecould be passed in the request to a service handler. The service handlerwill preferably receive execution requests from the event handlingsystem 112, process the request according to the configured logic, andproduce a response. In some cases, the event handling system 112 canthen relay the response to the response processing system 114, but theresponse could alternatively be used within the computing platform inany suitable manner. The communication platform may interface with theservice handlers and/or the external callback URIs using an applicationlayer protocol such as HTTP/S, but any suitable interface may be used. Aservice handler may be identified through an assigned callback URI,which will preferably be a recognized path that can be at leastpartially routed internally within the computing architecture of thecomputing platform 110. A service handler may alternatively beidentified through any suitable identifier.

In one variation of the communication platform 111, a media object maybe relayed to the service handler such that custom processing ofcommunication related media can occur. Use of a service handler may bepreferred option as it can enable customized logic to be executed withinthe infrastructure of the communication platform 111. This may reducelatency, which can be an important property for a communication service.The media object could be relayed to the service handler by referencinga media stream in which case, the configured logic of the servicehandler may act synchronously on the referenced media stream. This maybe used to transform the media in real-time. This may alternatively beused to enable real-time analysis of a media stream through customprocessing logic of a service handler. Alternatively, the media objectcould be a copy of a media object like an image or video, and theservice handler could operate on that media object and generate aresponse in any suitable manner. In one variation, a transformed mediaobject may be returned in the response. In another variation, the mediaobject could be analyzed and used in generating a response.

The API service 113 functions as a programmatic interface for managingand interacting with configuration and triggering actions in thecomputing platform. The API service 113 is preferably a RESTful API butmay alternatively be any suitable API such as SOAP, GraphQL, or customprotocol. The RESTful API works according to an application layerrequest and response model. An application layer request and responsemodel may use an HTTP-based protocol (HTTP or HTTPS), SPDY, or anysuitable application layer protocol. Herein, HTTP may be used, butshould not be interpreted as being limited to the HTTP protocol. HTTPrequests (or any suitable request communication) to the communicationplatform preferably observe the principles of a RESTful design. RESTfulis understood in this document to describe a Representational StateTransfer architecture as is known in the art. The RESTful HTTP requestsare preferably stateless, thus each message communicated contains allnecessary information for processing the request and generating aresponse. The API service 113 can include various resources, which actas API endpoints that can act as a mechanism for specifying requestedinformation or requesting particular actions. The resources can beexpressed as URI's or resource paths. In one exemplary instance, a GETrequest (or other suitable method of an application layer protocolrequest) can be transmitted to a URI specifying a particular APIresource. The response to the request can include properties of thespecified resource. In another exemplary instance, a POST request (orother suitable method of an application layer request) can betransmitted to a URI specifying a particular resource. Properties ofthat request can initialize some action and/or change in data within thecomputing platform. Different resources can expose different channels toinformation and/or control of the computing platform. In one variation,the API service 113 can expose resources enabling an account to create,read, update, or delete platform integrated applications.

The API service 113 is an additional or alternative programmaticinterface through which a service handler may be used to executecustomized logic. In one preferred implementation, an API service 113will similarly have a subset of requests that follow a protocol enablingthe identification of a callback, which may be configured within an APIrequest as a service handler identifier, and/or an external callbackURI.

The response processing system 114 functions to execute some action froma response from a service handler. Responses from a platform integratedapplication can be processed and used in operation of the computingplatform 110. In one variation, the response may be used in augmentingor altering the operation of the computing platform 110. For example, ina communication platform 111 the state of a communication session couldbe altered or directed in accordance with the response. In anothervariation, the response may be indirectly used with an operation of thecomputing platform 110.

In one implementation, the response from a platform integratedapplication can be an application logic specified through an executabledocument. The executable document can be a structured document such asan xml file or a json data representation. In one variation, a markuplanguage document can be used in specifying a set of instructions andconditions that can be sequentially executed. In the communicationplatform variation, the response can include communication instructionsfor a sequence of actions to be executed during a communication such asplaying a test-to-speech message, capturing DTMF input, recording audio,connecting to another endpoint, starting a conference, sending amessage, ending a call, or performing any suitable action.

In another communication platform exemplary implementation, the responsemay specify a response media object. The response media object can beused within the communication. For example, a media object could begenerated through a service handler and that media object could be sentin a message to a specified destination.

The application builder user interface 116 functions to serve as agraphical user interface for setting of various attributes of a serviceor application instance. Account holders may use an application builderuser interface 116 to customize high-level functionality of thecomputing platform 110. Some computing platforms 110 may primarilyoperate based on account-directed configuration specified in anapplication builder user interface 116. In other computing platforms110, an application builder user interface 116 may be just one optionalplatform configuration mechanism.

An application builder user interface 116 will generally come with a setof customization tools that provide default functionality. Variousapplications, services, or interactions can be built using the defaultfunctionality. Preferably the application builder user interface 116additionally includes configuration options wherein a service handlermay be associated with a defined communication event. The configurationoption is preferably a user interface component that is selectable tospecify a service handler (e.g., selecting a service handler as anoption in a dropdown list, entering a service handler address/ID, etc.).The associated communication event is preferably dependent on what theuser interface component is and/or the state of the application builderuser interface 116.

An application builder user interface 116 may be designed to address anysuitable use case. In one preferred variation, the application builderuser interface 116 is a visual communication workflow editor thatfunctions to allow the processing and flow of a communication to bedefined within a user interface. As shown in FIG. 3, various aspects ofa communication session and its associated logic could be defined withvarious components, the settings of the components, and therelationships between components. Service handlers could be used withinthe visual communication workflow editor to expand the type offunctionality that can be used in defining a customized workflow.

As a related variation, an application customization framework 117functions to more programmatically define an application or service. Agraphical user interface may be used in the customization process.Alternatively, more code-based programmatic customization may be used inan application customization framework 117. The applicationcustomization framework may similarly include various event triggers orcallback functionality wherein a service handler could be triggerablewithin the functionality of an instance of the application customizationframework 117.

One exemplary application customization framework 117 could be a callcenter customization framework, which functions to enable custom callcenter user interfaces and functionality to be defined. An instance of acustom call center using the call center customization framework willgenerally be used in facilitating a set of agents in servicing callrequests. A call center customization framework can preferably beconfigured with at least one component element that is configurable toassociate a service handler with a defined communication event.Selection of service handlers could be used in customizing a call centeragent user interface for changing interaction flows, automating actionsand communications, and/or performing any suitable service.

The service configuration system 120 functions to enable a user tocreate a platform integrated application service. The serviceconfiguration system 120 is preferably used by an account holder increating, updating, deleting, or otherwise interacting with varioushandler services. The service configuration system 120 is preferablyused in setting and configuring one or more service handlers. In onepreferred implementation, an account entity can organize servicehandlers within a service grouping. In this variation, a serviceconfiguration system 120 may provide a service-level interface forconfiguring general service level options and a service handlerinterface for configuring specific service handler functionality. Anysuitable approach to service handler configuration may alternatively beused. The service configuration system 120 may additionally include aplatform integration interface for integrating a service handler intosome operation within the computing platform 110 d. The applicationconfiguration interfaces can be graphical user interfaces orprogrammatic interfaces such as an API.

The service interface functions to enable services to be created,configured, and/or otherwise deployed. A service could have a variousproperties such as an identifier, a name, a domain name, a runtime type,and/or other properties as show in FIGS. 4 and 5. The domain name can beused to set the domain or subdomain URI used to access the handlersand/or assets of the service. A service interface may be used inmanaging or navigating service handlers and/or assets.

The service handler interface functions to enable configuration of aservice handler as shown in FIG. 6. A service handler is preferablywhere a handler function and/or configuration associated with theservice handler can be set. A handler function is preferably executablecode or logic. In one implementation it can be a node.js code file orproject. Any suitable programming language or framework may be used inspecifying executable code of a service handler. The code could beentered in an editor or could be uploaded as a file.

A service handler could additionally include various configurationproperties such as a handler name, a URI path, and/or an access controloption. A URI path property can define the route for accessing theservice handler. The access control option can be a configuration optionthat when enabled restricts access to the service handler to thecomputing platform. Access control properties could alternatively enablecustomized access restrictions.

In one variation, the service handler interface could additionallysupport handler templates, a handler browser, and/or a handlermarketplace. A handler template could enable a user to use the templateas a starting place, but then customize aspects for their particular usecase. Executable code may be at least partially specified from templateexecutable code if a template service handler is used in initiating anew service handler. The executable code may be editable or partiallyeditable. In one implementation, templates can be directly integratedinto documentation of the computing platform such that a user coulddirectly create a service handler based on examples in thedocumentation.

The platform integration interface functions to facilitate integratingservice handlers with various events. Preferably, different features ofthe computing platform have a required or optional callback property.The platform integration interface could support specification of aparticular service handler. Alternatively, since the services andservice handlers may have designated URI paths, the URI paths of aservice handler could be used in any callback URI property. In onevariation, the event-handler associations could be set within theservice handler interface.

The runtime environment 130 functions to execute and run a platformintegrated application. The runtime environment 130 preferably providesa web application stack used in bootstrapping the web application,routing HTTP requests, and implementing various application featuressuch as authentication, request whitelisting or blacklisting, and thelike. The runtime environment 130 preferably interfaces with orimplements a serverless infrastructure system. A serverlessinfrastructure is preferably a computing solution that runs code inresponse to events. The serverless infrastructure can support variouslanguages and frameworks such as node.js, JavaScript, Java, python,ruby, ruby on rails, go, and the like. In one variation the serverlessinfrastructure is one provided by a cloud computing provider. In thisvariation the runtime environment 130 is configured to interface withthe external serverless compute resource or other suitable type ofcompute resource. In another variation, the serverless infrastructure isa self hosted system implemented within the computing platform.Alternative runtime environments may alternatively be used. In onevariation, a server-based infrastructure could be used to instantiatededicated resources (at least for particular windows of time) for aservice and/or service handler. In another variation, the computingplatform could implement a hybrid runtime environment wherein a portionof service handlers are executed through a serverless infrastructure andanother portion of service handlers are executed through dedicatedcompute resources. A runtime orchestration service could manage whichservice handlers should be serviced by which type of computingresources. This may be used where some service handlers have high enoughtraffic to warrant dedicated longer term resource allocation.

The web application stack provided as part of the runtime environment inone implementation can include a routing system, a configuration file, ahandler directory, and an asset directory. The routing system functionsto direct incoming HTTP requests to proper handlers and/or assets. Therouting system can additionally handle error handling. The handlerdirectory can host the service handler code used in defining differentfunctions of the platform integrated application. The handlers willpreferably be executed by the serverless infrastructure when triggered.The asset directory can host public and/or private files as shown inFIG. 7. Public assets are static files that can be uploaded and madepublicly available. Some exemplary files for a website may include HTML,CSS, images, video, and JavaScript files. Examples of files for atelephony voice related service handler could be an mp3 file. Anexemplary asset of an MMS related service handler could be a jpg file.Private files are not made available publicly but can be accessed byhandlers. In one example, a json file of routing information can bestored as a private file and used in directing communications in a callhandler function.

3. Method

As shown in FIG. 8, a method for platform integrated applications of apreferred embodiment can include configuring a service handler within acomputing platform S110, setting an association of the service handlerand computing platform event S120, detecting an occurrence of the eventS130; and invoking the service handler in response to the event S140.Invoking the service handler S140 preferably includes at least executingexecution code of a service handler S142 and generating a servicehandler response S144. The method may additionally include augmentingthe account related state in the computing platform in accordance withthe service handler S150. The method is preferably implemented through asystem substantially similar to the one described above, but anysuitable system can be used.

As shown in FIG. 9, one preferred variation of the method applied to acommunication platform can include configuring a service handler withina communication platform S111, setting an association between theservice handler and an event of the communication platform S121;detecting the occurrence of a communication event of a communicationfacilitated through the communication platform S131; invoking theservice handler in response to the communication event S141; andaugmenting the communication in accordance with a response of theservice handler S151. This variation preferably integrates the use ofservice handlers in the customized handling and processing ofcommunications. Similar variations of the method may also be applied toother types of computing platforms.

The communication platform variation of the method could be used forsynchronous communications and/or asynchronous communications (e.g.,text messages, media messages, multi-media messages, and the like).

A synchronous communication could include a synchronous voice session(e.g., PSTN phone call, VoIP call, SIP call, a conference call,WebRTC-based call, and the like), video session, screensharing session,virtual reality or gaming session, data-streaming session, and/or anysuitable type of synchronous communication. A synchronous communicationcan preferably have service handlers triggered and applied to the stateof the communication session. In one preferred variation, a responsefrom the service handler includes synchronous-communication instructionsand augmenting processing of the communication includes executing thesynchronous communication instructions. In one example, a servicehandler could return a sequence of telephony instructions that maydirect a current call to perform actions like read text to a caller,play an audio file for the caller, add another party to the call, recordthe caller's voice, collect digits the caller types on their keypad,hang up the call, add the caller to a queue of callers, remove a callerfrom a queue of callers, redirect call flow to a different servicehandler or callback URI, pause or wait before executing moreinstructions, decline an incoming call, and/or other suitable actions.

An asynchronous communication could be an SMS text message, an MMSmessage, email, a text or media IP message, a 3^(rd) party communicationchannel message, and/or any suitable type of message. An asynchronouscommunication may be an individual message but may alternatively be partof a messaging session that may include one or more messages from one ormore entities. Similar to synchronous communications, a response of aservice handler may include messaging instructions such that augmentingprocessing of the communication includes executing the messaginginstruction for a message communication. A messaging instruction mayspecify message content (e.g., text, images, video, other types ofmedia), message destination and/or source, messaging delivery options,and/or any suitable properties related to a message communication.

Block S110, which includes configuring a service handler within acomputing platform, functions to create an executable function that canbe used to respond to requests or implement customized logic. Asdescribed above, configuring a service handler may involve creating anapplication service within the computing platform. The applicationservice preferably provides the scaffolding of a web application such asthe router for routing incoming HTTP requests to the proper handlerand/or assets. The application service can additionally provide errorhandling and/or other convenient features of the web application. Withinthe application service, different service handlers and/or assets can becreated and set. In particular, configuring a service handler canadditionally include configuring path routes, setting execution code,setting assets, and/or configuring access restrictions.

Configuring path routes can include setting the domain of the serviceand/or a route path of the service handlers. The domain of the servicecould be a subdomain of a platform provided domain, or the domain couldbe a custom domain that is used through DNS. While URI-based addressingschemes can be used. Alternative service handler identification andaddressing may be used.

Setting execution code functions to specify the custom logic definingthe functionality of the service handler. The execution code ispreferably used to define the service handler or function that will becalled for an incoming request. Execution code may be set or specifiedin a variety of approaches. In one variation, setting execution code mayinclude providing an editor in a user interface and receiving user inputto the editor. In another variation, service handler resource filesand/or execution code could be uploaded as a file and used to defineexecution code. Execution code may be a single file or couldalternatively be organized as a project with various file/resourceorganizations. In yet another variation, code, assets, a configurationfile, and/or other files could be synchronized through pushing a coderepository to the computing platform. For example, a git repositorycould be pushed to a suitable destination of the computing platform toset a service handler.

In yet another variation, execution code could be at least partially setthrough template code. Template or example code for common usagepatterns could be selected by a user and synced with the execution codeof a particular service handler. The user could then edit the templatecode. Accordingly, configuring a service handler can include selecting aservice handler template and initializing execution code to bepredefined to template execution code. Further configuration of theservice handler will generally involve the updating of execution codebased on preferences of the account holder. In one variation, a userinterface wrapper could provide a user-friendly form used in customizingand updating template code. Alternatively, the template execution codemay provide a base template that can be customized in code. In somecases, particular elements of the template execution code may be markedfor customization.

As one variation of template service handlers, documentation of thecomputing platform may use template service handlers to present examplesand document use of the platform, while also providing a convenientmechanism for immediately customizing samples for their ownapplications. In one implementation, the method may include presentingtemplate execution code within documentation, and in association withthis documentation, selection of the service handler template can beinvoked or selected through activation in the documentation. Forexample, an account holder may see some documentation of how to build aphone tree in a communication platform, the sample code may be presentedin a user interface that has an option to launch as a template so thatthe account holder can build their own phone tree.

The executable code can be written in any supported language. In onevariation, a number of libraries, modules or convenience features couldbe automatically made available for use. Additional or custom libraries,modules and/or other dependencies could be imported or included whensetting the executable code. In one particular implementation, one ormore datastores could be embedded with the service handler execution inthe runtime environment. While the executable code may be set to performany suitable function, there could be a number of promoted programmingmodels for integration with the computing platform. The programmingmodels can be standardized approaches that the computing platform willinteract with the service handler.

In one programming model, the service handler will be called and passedan event object, context object, and a callback object. The event cancontain data about the current invocation including passed HTTPparameters or other data elements. The value of the http parameters canbe used to populate attributes of the event object with a value. Thecontext object can provide data about the handler and the executingenvironment. For example, an account secure identifier, anauthentication token, and various user configured key/values could bepassed through the context object. In one variation, environmentvariables can be supplied to the service handler. Environment variablesand/or any suitable asset or variable may be encrypted at rest. Thecallback can be used to complete execution of the handler and returndata to the computing platform. In a communication platform, astructured document of communication processing instructions could bepassed through the callback by calling the callback function with thestructured document as a function variable. Data and/or errors couldsimilarly be passed through the callback function object.

In an alternative programming model, full programmability to the HTTPrequest and response objects can be exposed. The service handler can bepassed a context object, a request object, and a response object. Thecontext object could similarly provide data about the handler and theexecuting environment. The request and response objects could expose theraw HTTP response and requests. Alternatively, any suitable programmingmodels may be used or supported in a service handler.

As another alternative or additional option, a service handler may bepassed a media object and/or a reference to a media object such that aservice handler may be configured to directly operate on media used orto be used in a communication.

The process of setting assets functions to set the static files used inthe application service. Assets can include any suitable type of filesuch as image files, audio files, video files, html files, CSS files,data files like a json or CSV file, and/or other suitable types offiles. The files could be private or public.

Configuring access restrictions can function to limit access to theservice handler and/or the application service as a whole. Preferably,an option exists to restrict access to only communication from thecomputing platform, and more specifically that access could be limitedto activity related to the account holder. In this way, a developercould quickly build a web application to support functionality of acomputing platform, but without worrying about securing the webapplication. An authentication protocol could be enabled. Accessrestriction options are preferably accompanied by the application ofthose restrictions during service handler invocation. Block S140 caninclude authenticating execution request of a service handler based onconfigured access restrictions. One preferred implementationauthenticates an invocation request to a service handler as originatingfrom account activity from the platform. If access is restricted thenuse of the service handler may be limited to requests made by theplatform on behalf of the account. If access is not restricted then useof the service handler may permit any suitable default level of access.

The service handler could be used to perform a wide variety ofoperations. In the case of a communication platform, some exemplaryservice handlers could include such as generating call processinginstructions as shown in FIG. 10, editing message content as shown inFIG. 11, generate auth tokens for mobile users as shown in FIG. 12, orprovide any suitable functionality.

Block S120, which includes setting an association of the service handlerand computing platform event, functions to link events of the computingplatform with a service handler. Setting this association establishesthe event handler flow that is executed when particular events aredetected. Various approaches may be used to establish this associationsuch as referencing service handler identifiers when setting an eventhandler. For example, a dropdown of possible events can be provided inthe event handler configuration interface. Configured account servicehandlers may additionally or alternatively be presented as optionswithin various account configuration dashboards. For example, servicehandlers may be presented as options when setting the callback URIs forincoming call events for a particular phone number or in otherconfiguration options. Alternatively, the URI of event handlers asconfigured in block S120 can be used to reference the event handlers inother inputs to the computing platform. For example, a service handlerURI may be used in any suitable callback URI. In a communicationplatform, some exemplary events could include incoming SMS/message, achange in a SMS/message, an incoming voice call, a change in a callstatus, a call transcription status change, a conference call event, acall queue event, a recording event, and/or other suitable types ofevents. A service handler may be permanently/semi-permanently associatedwith platform event. Alternatively, a service handler may be associatedwith an event condition, with a single instance of an event, or to anysuitable scope of events.

As another variation, setting an association of a service handler and anevent may additionally be implemented within various application/servicecustomization systems. In one variation, the method may includepresenting an application builder user interface wherein within theapplication builder user interface a service handler can be selected asan event handler option for some component of the application builderuser interface. Here an application builder user interface may be anysuitable type of application user interface. One preferred example wouldbe a visual workflow edit as shown in FIG. 3, which may be used inspecifying various workflows in particular communication-relatedworkflows.

In a similar or related variation, the method may include providing acall center customization framework or an alternative type of userapplication customization framework. In a call center customizationframework, the base components of a call center may be provided withsome amount of exposed customization options. Exposing service handlerfunctionality in the call center customization framework may enable thesetting of a service handler as an event handler for one or morecomponents of an instance of the call center customization framework.

Block S130, which includes detecting an occurrence of the event,functions to determine when a service handler should be invoked. Withthe association of a service handler to a platform event, events arepreferably triggered when they are encountered in the platform. As oneexample detecting an event related to phone call may include events forwhen a call starts, when some event happens during a call, or when acall ends. In one variation, where a service handler is more generallyused, the event may include an access request addressed to the servicehandler URI or other suitable identifier.

Block S140, which includes invoking the service handler in response tothe event, functions to process the service handler function. Executionpreferably includes executing execution code of the service handlerS142, and then optionally generating a service handler response S144.Invoking the service handler may involve relaying a request to theservice handler. Other actions like authenticating a request couldadditionally be implemented when invoking the service handler. Invokingthe service handler may involve executing the service handler on aserverless computing architecture either internally or on an externalserverless computing platform.

Block S142, which includes executing execution code of a servicehandler, functions to perform or process the instructions and logic of aconfigured service handler. Executing execution code preferably includesaccessing relayed data and resources and processing them. A servicehandler response is preferably generated though a service handle may notexplicitly generate a response. A response may alternatively not begenerated in the event where a service handler performs some action notneeding outside action.

Block S150, which includes augmenting the account related state in thecomputing platform in accordance with the service handler, functions toapply the results within the platform. In a communication platform thismay include processing communication-related instructions that can beexecuted in connection to a particular communication(s). This isgenerally used in altering the state of a communication session or indetermining a proper next step in the asynchronous messaging context. Inanother variation, media associated with a communication may beprocessed through a service handler. A service handler may be preferablyover other processing options since they could be customized witharbitrary code, and access to a service handler may be more tightlyintegrated with a platform so that media may not have to be communicatedover the public internet. In one variation, invoking the service handlermay include relaying a media object of the communication to the servicehandler. In this situation, generating a service handler response caninclude applying a transformation on the media object.

The method can additionally include providing execution analytics and/orabnormal behavior detection. With deeper integration into the underlyinglogic of the service handlers, a computing platform can provide highresolution analytics on internal function calls within a servicehandler. In a traditional webhook callback model where the applicationserver of a developer is a black box, the computing platform wasgenerally restricted to providing analytics of the webhook URI accessedand the response. The method could report on actual execution ofdeveloper specified code as it relates to use of the computing platform.For example, errors could be traced back to particular blocks of code inthe service handler. In the error logs of a computing platform,particular lines, metadata, and context can be reported for encounterederrors. Additionally, loops and other undesirable states could be betterdetected through analysis of service handler execution.

More generally, the method may include logging and reporting activity.Logs can be emitted from a service handler in realtime to a console orlog, which may facilitate easier debugging. For example, a console couldreport activity of a service handler as a communication session istaking place. Performance and/or analysis reporting may additionally beintegrated into the logging and reporting. For example, a report couldbe generated showing the execution patterns of a service handler as ithandles multiple requests. In additional to logging and reporting,events could be triggered for different events during certainconditions.

The system and method of the preferred embodiment and variations thereofcan be embodied and/or implemented at least in part as a machineconfigured to receive a computer-readable medium storingcomputer-readable instructions. The instructions are preferably executedby computer-executable components preferably integrated with the mediaintelligence platform. The computer-readable medium can be stored on anysuitable computer-readable media such as RAMs, ROMs, flash memory,EEPROMs, optical devices (CD or DVD), hard drives, floppy drives, or anysuitable device. The computer-executable component is preferably ageneral or application specific processor, but any suitable dedicatedhardware or hardware/firmware combination device can alternatively oradditionally execute the instructions.

As a person skilled in the art will recognize from the previous detaileddescription and from the figures and claims, modifications and changescan be made to the preferred embodiments of the invention withoutdeparting from the scope of this invention defined in the followingclaims.

What is claimed is:
 1. A method comprising: detecting, by acommunication platform, an occurrence of a communication event, thecommunication event having been previously correlated to invoke aservice handler; executing a set of execution code associated with theservice handler, the set of execution code executed in a serverlessexecution environment, yielding a service handler response; andaugmenting a communication facilitated by the communication platformbased on the service handler response.
 2. The method of claim 1, furthercomprising: receiving the set of execution code; and configuring theservice handler based on the set of execution code.
 3. The method ofclaim 1, wherein the communication is a synchronous communicationsession, the service handler response is a synchronous-communicationinstruction, and augmenting the communication comprises executing thesynchronous-communication instruction within the communication.
 4. Themethod of claim 3, wherein the synchronous communication session is avoice session.
 5. The method of claim 3, wherein the synchronouscommunication session is a video session.
 6. The method of claim 1,wherein the service handler response is a messaging instruction, andaugmenting the communication comprises executing the messaginginstruction for the communication.
 7. The method of claim 1, whereinexecuting the set of execution code associated with the service handlercomprise: relaying a media object of the communication to the servicehandler; and applying a transformation to the media object.
 8. Acommunication platform comprising: one or more computer processors; andone or more computer-readable mediums storing instructions that, whenexecuted by the one or more computer processors, cause the communicationplatform to perform operations comprising: detecting an occurrence of acommunication event, the communication event having been previouslycorrelated to invoke a service handler; executing a set of executioncode associated with the service handler, the set of execution codeexecuted in a serverless execution environment, yielding a servicehandler response; and augmenting a communication facilitated by thecommunication platform based on the service handler response.
 9. Thecommunication platform of claim 8, the operations further comprising:receiving the set of execution code; and configuring the service handlerbased on the set of execution code.
 10. The method of claim 8, whereinthe communication is a synchronous communication session, the servicehandler response is a synchronous-communication instruction, andaugmenting the communication comprises executing thesynchronous-communication instruction within the communication.
 11. Thecommunication platform of claim 10, wherein the synchronouscommunication session is a voice session.
 12. The communication platformof claim 10, wherein the synchronous communication session is a videosession.
 13. The communication platform of claim 8, wherein the servicehandler response is a messaging instruction, and augmenting thecommunication comprises executing the messaging instruction for thecommunication.
 14. The communication platform of claim 8, whereinexecuting the set of execution code associated with the service handlercomprise: relaying a media object of the communication to the servicehandler; and applying a transformation to the media object.
 15. Anon-transitory computer-readable medium storing instructions that, whenexecuted by one or more computer processors of a communication platform,cause the communication platform to perform operations comprising:detecting an occurrence of a communication event, the communicationevent having been previously correlated to invoke a service handler;executing a set of execution code associated with the service handler,the set of execution code executed in a serverless executionenvironment, yielding a service handler response; and augmenting acommunication facilitated by the communication platform based on theservice handler response.
 16. The non-transitory computer-readablemedium of claim 15, the operations further comprising: receiving the setof execution code; and configuring the service handler based on the setof execution code.
 17. The non-transitory computer-readable medium ofclaim 15, wherein the communication is a synchronous communicationsession, the service handler response is a synchronous-communicationinstruction, and augmenting the communication comprises executing thesynchronous-communication instruction within the communication.
 18. Thenon-transitory computer-readable medium of claim 17, wherein thesynchronous communication session is a voice session.
 19. Thenon-transitory computer-readable medium of claim 17, wherein thesynchronous communication session is a video session.
 20. Thenon-transitory computer-readable medium of claim 15, wherein the servicehandler response is a messaging instruction, and augmenting thecommunication comprises executing the messaging instruction for thecommunication.